Customer & Technical Support Representative-10413780

ExcelGens, Inc.

Customer & Technical Support Representative

Job Type: Full-time, Temporary with the possibility of becoming permanent

Schedule: Monday to Friday, 9:00 a.m. 5:00 p.m.

Work Arrangement: Onsite

Start Date: ASAP

Number of Openings: 1 About the Opportunity

We are looking for a Customer & Technical Support Representative to join our team. In this role, you will be the first point of contact for customers experiencing technical issues with software, Windows-based computer systems, and connected imaging/camera equipment .

This is a hands-on technical support position combining customer service with software, network, Windows, and hardware troubleshooting . You will work directly with customers to understand technical issues, remotely access systems, collect diagnostic information, resolve issues where possible, and escalate complex problems with complete troubleshooting details.

Key Responsibilities

Serve as the initial point of contact for customer technical issues.
Communicate with customers to understand problems and guide them through troubleshooting.
Provide remote technical support using TeamViewer, AnyDesk, Remote Desktop , or similar tools.
Troubleshoot Windows, software, hardware, network, connectivity, driver, and configuration issues.
Investigate application crashes, freezes, startup issues, permissions, and compatibility problems.
Collect and review application logs, Windows Event Viewer logs, error messages, screenshots, and system information .
Troubleshoot basic Ethernet, Wi-Fi, TCP/IP, and device connectivity issues.
Use tools such as ipconfig, ping, tracert, and nslookup for network troubleshooting.
Troubleshoot USB devices, monitors, network adapters, cables, peripherals, and other hardware.
Install or reinstall Windows, drivers, applications, and system updates .
Prepare and configure Windows-based computers for deployment or reuse.
Perform basic Windows recovery and system troubleshooting.
Troubleshoot supported imaging and camera equipment , including cables, power connections, adapters, and USB connections.
Perform basic hardware adjustments or component replacements when required.
Identify whether issues are related to software, hardware, networking, or system configuration.
Escalate complex issues with complete diagnostic information and troubleshooting findings.
Document customer issues, troubleshooting steps, resolutions, and escalations accurately.
Maintain clear, professional, and patient communication with customers throughout the support process.

Requirements

2+ years of experience in technical support, desktop support, IT support, field service, or customer technical support.
Strong working knowledge of Microsoft Windows .
Experience with Windows tools such as Device Manager, Services, Task Manager, Event Viewer, Control Panel, and Windows Settings .
Experience with remote-support tools such as TeamViewer, AnyDesk, or Remote Desktop.
Strong troubleshooting and problem-solving skills across software and computer systems.
Experience collecting system/application logs and diagnostic information.
Basic understanding of TCP/IP and Windows network troubleshooting .
Experience installing or reinstalling Windows, drivers, applications, and updates.
Hands-on experience troubleshooting computer hardware, USB devices, cables, connectors, and peripherals .
Ability to distinguish between software, hardware, network, and configuration issues.
Strong customer service and communication skills with the ability to explain technical information to non-technical customers.
Strong attention to detail and documentation skills.
Ability to work independently and investigate unfamiliar technical problems.
Comfortable working with both software and physical hardware .

Nice to Have

Experience supporting medical imaging, ophthalmology, diagnostic, laboratory, camera, or specialized equipment .
Experience troubleshooting camera or imaging devices.
Experience with basic hardware replacement or servicing.
Experience with Windows deployment, imaging, or system recovery.
Familiarity with device drivers, USB communication, Ethernet-connected devices, and peripheral hardware.
Experience reviewing application logs and crash/error information.
Experience with Azure-connected or cloud-based applications.
Experience providing remote technical support across multiple locations.

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Vacancy posted 2 days ago

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